Patient Account Specialist - Customer Support

About the role

Upstream Rehabilitation is looking for a Remote Patient Account Specialist to join our team Patient Account Specialist - Customer Support Location Type: Remote (Must Reside in the United States) Must be able to work the following shifts: 9:30 AM - 6:00 PM EST Build Your Career with Us! Upstream Rehabilitation is the country’s largest dedicated provider of outpatient physical and occupational therapy services. Our mission is to inspire and empower the lives we touch, to serve our communities, and to lead with purpose-driven passion. We are committed to delivering remarkable experiences and fostering an inclusive workplace where differences are valued and celebrated. With 1,200+ locations nationwide, 26 brand partners, and 8,000+ employees, Upstream operates at scale while leveraging data, technology, and innovation to drive smarter decisions and operational excellence across the organization. The Role: We’re looking for a passionate and energetic Patient Account Specialist who uses active listening skills to provide a safe and courteous experience for patients. In this role, you will assist patients with billing, insurance and other inquiries while demonstrating behaviors that reflect Upstream Rehabilitation’s mission, vision and values. What You’ll Do: Patient Support: Answer inbound patient calls in a high-volume call center environment, providing assistance billing questions. Escalate unresolved issues to the Accounts Receivable (AR) team. Process payments and set up payment plans. Communicate effectively to resolve billing concerns. Build rapport by being courteous and friendly. Maintain professional and respectful relationships, representing the Business Office, clinic, and physician in a positive light. Refer complex or difficult calls/situations to the team lead or manager. Other duties and projects as assigned. Who You Are: High School diploma or equivalent experience. Ability to manage multiple priorities in a fast-paced environment while maintaining discretion and professionalism Exceptional communication skills, including oral, written and presentations abilities. Strong active Listening, attention to detail, and capacity to multitask effectively. Proven ability to identify and resolve problems in a timely manner. Self-motivated with the ability to stay on task and participate in routine check-ins. Must have a quiet, distraction-free workspace that meets HIPAA compliant standards. Proficiency in Microsoft Office Suite or similar software applications. Nice to Haves: High-volume call center experience and/or medical billing experience. Healthcare industry experience. Why You’ll Love Working Here The chance to directly shape our organization’s growth by hiring the talent that drives our mission. Opportunities to stretch your skills—whether you’re building pipelines, designing sourcing strategies, or advising leadership. A collaborative team environment where your ideas are valued. Competitive compensation, comprehensive benefits, and ongoing professional development. Benefit Offerings: Annual paid Charity Day to give back to a cause meaningful to you 100% employer paid medical health insurance premium option available Dental and Vision insurance 401(k) with company match Generous PTO and paid holidays Supportive team and leadership invested in your success A Better Place to Build Your Career Upstream Rehabilitation offers meaningful opportunities across corporate and non-clinical roles, both remotely and in corporate offices nationwide. We invest in our people through leadership development programs, ongoing education, and professional growth opportunities. Our corporate teams are critical to Upstream’s success—and to the culture that makes this a great place to work. You’ll join a group of talented professionals who collaborate, innovate, and know how to have fun while making a real impact. Salary Range: $15/hour - $16/hour Estimated pay ranges listed above are based on several factors including but not limited to your pay class, experience, background and geographic location of the clinic Benefits and eligibility are dependent on employment status and pay class (full-time, part-time, or PRN). Specific details will be provided during the hiring process. Follow @Lifeatupstream on Instagram and check out our LinkedIn company page to learn more about what it’s like to be part of the #upstreamfamily. CLICK HERE TO LEARN EVEN MORE ABOUT UPSTREAM #LI-Remote Upstream Rehabilitation is an Equal Opportunity Employer that strives to provide an inclusive work environment where our differences are celebrated for the value they bring to our communities, our patients and our teammates. Upstream Rehabilitation does not discriminate on the basis of race, color, national origin, religion, gender (including pregnancy), sexual orientation, age, disability, veteran status, or other status protected under applicable law.